University of Pretoria

The University of Pretoria (UP) is one of Africa’s top universities and the largest university in South Africa. It produces socially impactful research to find solutions for the world’s most pressing issues. With high quality teaching and learning in the classroom, online, or in communities, University of Pretoria hosts more than 132,000 students.

Challenge

Support 132,000 users with restrained resources, while continually improving processes and onboarding non-IT departments for enhanced efficiency

ITSM in Action: Supporting 132,000 People with Just 8 Service Agents Though universities in South Africa are particularly resource-constrained, UP made an early decision to prioritize an investment in IT service management (ITSM); a decision that has paid dividends over the years. When Charl Joubert, Change and Configuration Manager joined UP, he inherited a service desk and incident management solution. Through his association with ITIL, Joubert became a certified ITIL master and drove streamlined processes for the university in his capacity in ITS (Information Technology Services). “Through our longstanding partnership with OpenText we evolved our service model. Our first priority was to introduce a change management module so we were delighted when OpenText announced this. As new modules became available we opted in and OpenText SMAX was launched just at the right time for us.” UP implemented the full stack of modules and were able to consolidate stand-alone solutions into SMAX, saving license and maintenance costs.”

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